Responsibilities

• To lead the team to exceed key performance measures in service and sales, in alignment with company’s business direction;
• To guide the team to provide solutions to customer requests and promptly take recovery actions.
• To identify opportunities and lead follow-through discussions to improve service processes and contribute to “Go the Extra Mile”;
• To effectively coach and motivate team members and foster collaboration, by recognizing positive attitude and behavior;
• To identify training needs, develop and execute service plans effectively for continuous improvements;
• To ensure the team operates in compliance with all internal and external regulations and guidelines.

Requirements

• Matriculated / Diploma holder with a minimum of 5 years’ experience in contact center operation, of which one year in a supervisory role;
• Proven experience in managing team performance, in both service and sales;
• Demonstrated technical knowledge and business acumen;
• Excellent communication and interpersonal skills;
• Demonstrated analytical, problem solving and decision making skills;
• Proficiency in written and spoken English, Cantonese and Putonghua;
• Intermediate to advanced skills of Microsoft Excel, PowerPoint and Word;
• Ability to build and maintain productive working relationships at all levels;
• Highly Customer centric, having a positive and open mindset;
• Must be able to work autonomously and is result-oriented.
• Shift duty is required.

We offer the benefits of working with highly experienced professionals in an energetic and high-growth environment, competitive remuneration package plus satisfactory fringe benefits. If you wish to have an exciting and rewarding career, please send us your resume, quoting the reference number, your present and expected salary.

For more information on other job opportunities of PCCW, please visit our website.

HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's personal data policies, a copy of which will be provided immediately upon request.

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